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CCAAS Solutions Specialist

Canada, Montréal · Job Posted June 30, 2026
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Job Description

Our client, a major and recognized organization in its industry, is undertaking a significant modernization by migrating its CCaaS systems to a next-generation solution focused on automation and artificial intelligence. Working alongside our experts, you will be a key technical player, designing agent interfaces (API/CRM), managing level 2 and 3 support after our migrations, and ensuring the platform's long-term viability.

Job Responsibility

  • Actively participate in the deployment of the new CCaaS solution
  • Design and optimize the Agent interface by creating seamless APIs for integration with enterprise systems and CRM
  • Configure and administer interaction management solutions (ACD, IVR, CTI, omnichannel)
  • Provide high-level technical support (Tier 2-3) following migrations and monitor performance
  • Ensure secure access management and adherence to the strictest security standards

Requirements

  • Over 3 years of hands-on experience in managing and optimizing contact center solutions (CCaaS)
  • Strong proficiency with one or more market-leading platforms (such as Genesys Cloud, Cisco Webex CC, Talkdesk, Five9, Nice, or Amazon Connect) is essential to facilitate the transition
  • Solid foundation in telecommunications and networking
  • Skills in automation and scripting (Python, PowerShell, Bash)
  • Knowledge of cloud environments (Google Cloud, AWS, or Azure)
  • Strong technological curiosity, analytical skills, and excellent adaptability to change

What we offer

  • Competitive salary
  • Flexible group insurance
  • Defined benefit pension plan
  • Employee purchase plan
  • Performance bonus
  • Telemedicine
  • Hybrid work environment with high teleworking flexibility
  • An environment that encourages learning, professional development, and growth

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